Alternative Products & Refunds Policy

At Sugar Rush Emporium, we strive to offer a wide selection of high-quality sweets and treats. However, due to seasonal fluctuations, supplier delays, or unexpected quality issues, there may be occasions where an item becomes unavailable or does not meet our internal standards. This policy outlines how we handle such scenarios to ensure your satisfaction.

1. Out-of-Stock Items

If an item in your order is no longer available at the time of packing:

• Notification: We will notify you by email or phone before dispatch whenever possible.
• Alternative Suggestions: We may recommend a suitable replacement based on flavour, product category, or price.

You will have the option to:

• ✅ Accept the suggested replacement
• 💳 Decline the alternative and request a refund
• 📦 Proceed with partial fulfillment (with or without refund for the unavailable item)

If we do not hear back in time, we may proceed with dispatching the rest of your order and issue a refund or store credit for the out-of-stock item.

2. Products Failing Our Quality Control

If a product fails our quality checks before dispatch:

• It will be immediately pulled from stock.
• You will be informed, and we will offer you a:
  • Replacement
  • Alternative product
  • Full refund or credit

We do not send out items that do not meet our brand standards.

3. Refunds & Compensation Options

If an item is unavailable or rejected due to quality issues, we offer the following options:

• Full Refund: Returned to your original payment method within 5–7 working days.
• Store Credit: Issued immediately for use on your next order.
• Discount Voucher: You may request a voucher of equal or greater value as a goodwill gesture.

Refunds are only issued once the situation is logged and confirmed by our team.

4. How to Request a Refund, Credit, or Replacement

To make a request:

• Submit a ticket via our Support Centre:
  🔗 https://sugarrushemporium.co.uk/support
• Or email: 📩 [email protected]
• Include your order number and the product(s) affected.

Our team typically responds within 1–2 working days and will confirm your preferred resolution.

5. Our Commitment

We understand how disappointing it can be to miss out on a product you were looking forward to. That’s why we:

• Maintain real-time stock and quality checks
• Proactively inform customers of issues
• Offer flexible resolution options to suit your needs

We appreciate your continued support and look forward to delivering sweet satisfaction every time!